A
ticketing system is an intelligent piece of software that aims at
managing and maintaining customers’ issues. The system creates a
ticket that includes information obtained through a customer
interaction over an email, chat or phone call. Today’s advanced
software also creates tickets based upon the information made
available through Twitter and Facebook or other social media
channels.
The
motive of a ticket tracking
software is to bring every customer conversation into a
centralized interface, which enables customer support executives deal
with tickets efficiently.
Aimed
at streamlining all communication, helpdesk software makes customer
support or call center support trustworthy. Basically, ticket is a
thing that contains all information related to a customer or his/her
problems along with unique reference numbers (e.g. case number, call
log number) and workflow-related status (e.g. new, urgent, pending,
resolved). This ticket further helps customer executives resolve the
problem as soon as possible.
The
system enables customer support executives work more efficiently as
it eliminates a lot of manual processes. It helps IT managers monitor
determine how much time customer care executives are spending to
resolve a ticket. This further enables them determine productivity of
the team or an individual. Moreover, with such systems customer care
executives can prioritize their work. Simply put, a technician can
prioritize tickets according to their importance. In this manner, a
ticket tracking system makes the environment more productive and
efficient.
Today,
there are many ticket tracking systems available in the market. Each
system has its own benefits and features. So you have to approach a
company offering helpdesk system that suits your business flow.
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